Complaints

This profile includes complaints for Zola, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zola, Inc.

  150 Broadway Fl 19 New York, NY 10038-4324

• 

  Zola, Inc.

  168 5th Ave New York, NY 10010-5910

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested shipment a wedding registry gift (**** 4K Dash Cam $213.24) which was estimated delivery of September 1 - September 8 from Zola. The item status has not changed for the last 4 months. I requested a cancellation on December 18th via the Zola support email. I have been told that the item is now on backorder and they would cancel my order. I emailed again yesterday and received an email response today, 10 days after my request for cancellation. I was told they are in the process of cancelling my order but have given no expected date of when my refund will be processed. I can still place an order for the **** 4k Dash Cam on Zola's website, so not only have they failed to fulfill a cancellation within their claimed 1-2 business days as stated on their website, they are also deceptively advertising this item to other consumers with a promised shipment date of Jan ***** when that item is on backorder.

  Business Response

  Date: 01/06/2023

  Hi ********,

  Thanks for reaching out. I'm so sorry for the delay of your order ******** - I certainly understand how frustrating it is when you're waiting for an update on an order. 

  I took a peek and I see that since the time you placed your order, the camera was put on backorder with an estimated delivery date in December and then that date was extended to January. Unfortunately, this happens sometimes and we do our best to let our customers know when these changes are made so that you know when you can expect your item(s). Since the most updated delivery date is still in January, we've updated that on our site as well so that other customers can know when to expect to receive that same item. If that changes, we'll update it on our site as well.

  All that to be said, I understand your frustration with the delays with your order and I'm happy to report that your order has been canceled, as requested. You've been reimbursed in Zola credit that will be available the next time you log into your account. Again, I'm sorry for this experience - this certainly is not how we want our customers to feel when placing an order with us. 

  If there's anything else we can do to help, please reach out to our Support Team.

  Best,

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a wedding guest buy us a very expensive air fryer that was back ordered and its been months of trying to get it. Refunding the gift would send the money back to our wedding guest, and we do not want Zola credit we want the air fryer which is conveniently available on Amazon so I question why they cant provide the air fryer to us. It is false advertising and misrepresentation when they allow gifts to be purchased that somehow are unavailable. The date of available just keeps moving back. Ill be making sure to let people know why this is not the registry to use if they cant just provide our purchased gift to us.

  Business Response

  Date: 11/14/2022

  Hi ********,

  I'm so sorry for the delay of your air fryer - I understand your frustration. I see that you've been in contact with our team and we are able to offer Zola credit for your order. With this Zola credit, you can purchase an Amazon gift card and purchase the air fryer via Amazon. I know this is not ideal but, this is the best way to make sure you get the product that you want.

  I apologize for any inconveniences and frustration this has caused. Please don't hesitate to reach out to our team if there's anything else you need.

  Best,

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I find Zola's business practice predatory because it marks items as "in stock" when they are not, causing invalid transactions. I was gifted a knife set in August for my wedding that was marked as "in stock". It is now almost November and I have not received the knife set. I canceled the original gift order, received Zola credit because I cannot be refunded, and ordered a different knife set by another brand in hopes of finally receiving a similar gift. Now, I fear the same scenario is happening with this new knife set, as it's been weeks since I placed my order and it has not been fulfilled. In every scenario that this has happened (there have been more beyond just the knives), I have to proactively reach out to Zola's "support" team to inquire about what's going on, only to receive the same automated message that the items are on backorder. This is concerning, as Zola's website states that the items are in stock and gives an estimated ship/arrival window. This is deceptive when the items are actually not in stock. I would not have purchased the items had I known they were on backorder. Ultimately, as a customer I feel trapped because I cannot be refunded / only am allowed to use Zola credits and only receive automated responses to my numerous inquiries. I am beyond frustrated and feel compelled to leave a negative review on BBB in hopes of protecting other customers. I would appreciate finally receiving a personalized response from Zola and an actual opportunity to be refunded due to these multiple shortcomings.

  Business Response

  Date: 11/04/2022

  Hi *****,

  I'm so sorry for the delay of your Shun Premier Knife Set - I certainly understand your frustration. All items that we have on zola.com are in-stock and if an item is on backorder, we note that extended delivery date on each item's product page. Unfortunately, this date can change depending on numerous factors. We do our best to let our customers know when this date does change but, I know that doesn't make things any less frustrating when you're anticipating receiving a wedding gift.

  I took a peek at your order and I'm happy to see that your order was delivered yesterday, November 3. I'm so glad that your order has arrived and I hope you enjoy the knife set.

  If there's anything else you need, please don't hesitate to reach out to our support team.

  Best,

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/30/22, I placed order #******** with Zola bridal registry. I ordered 3 items from *************** all which were listed as IN STOCK. Zola immediately charged my credit card for $67.08, yet waited over a month to try to fill the order, at which time the items were all back-ordered. I have tried to reach someone from their company on the phone on 4 different occasions and have been unsuccessful, I am either left on hold for over 30 minutes, or I get a message saying they aren't taking calls at this time. They have stopped responding to my emailed customer inquiries. I have tried canceling the order and requested a full refund. I have heard nothing. I would like a full refund immediately, as I'm sure this company is going out of business very soon, if it hasn't already.

  Business Response

  Date: 08/26/2022

  Hi *******,

  I'm so sorry for your experience with your order and the items being backordered. I would certainly be frustrated, as well. When we know that an item will be backordered, we do our best to let our customers know and it looks like we did send you two emails letting you know that the items were on backorder. These can sometimes be sent to the spam folder so, it's likely that they went there and you didn't get them.

  I see that you reached out to us three times and spoke to two different agents. Once on July 9 and once on August 20. I apologize for our delayed responses over email - we are in peak wedding season and have much higher volume than usual. I do see that you were able to get everything resolved over the weekend and your order is on its way! I'm so glad you were able to get everything taken care of and, again, I apologize for the delays.

  If there's anything else you need, please don't hesitate to reach out to our support team.

  Best,

  Customer Answer

  Date: 09/15/2022

  Better Business Bureau:
  

  After Zola finally responding to one of my many unanswered emails, Telling me they would issue me a refund, I received the merchandise in the mail a week later! At this point, I will keep the merchandise rather than spend another 3 months dealing with Zola. It took them 2 minutes to charge my credit card, and 3 months to deliver on it. I will NEVER do business with them again.  I appreciate the BBB looking into the matter for me. 

   

  Sincerely, 

  ******* ********

   

   

   

   

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ******* ********
  
  
  
  
  
  
  
   
  
  

  
  

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used zola as weddonf registry. Asked for home chef gift cards has 5 home chef gift cards purchased on registry. Attempted to useand codes didnt work. Contact home chef they stay what zola provided are not gift cards but are redemption codes for $25 off for new customers. Contact zola to receive gift cards Vs codesand.l was told they dont have gift cards and only codes and suggested I create 5 separate emails to be able to use them as new customers each time. One that fraud and thats not what they advertised 1st customer codes they advertised gift cards which is not was what my registry says. Asked them just to chane to gift card and was told they cantthats better misleading and had I known that I wouldnt have added that to my registry and have people give them as gift. Advertises as gift card and they are not! Cant even use on the site as a gift card as it doesnt have enough letters and numbers

  Business Response

  Date: 08/22/2022

  Hi ********,

  I'm sorry for the confusion and inconveniences with your Home Chef experience. I see that you're currently working with one of our agents who is working to get your refund exception started. At this time we're still waiting to hear back from Home Chef before we're able to get the refund process started.

  I took a peek at our Home Chef product landing page, where you're able to see this experience on ******** and I can confirm that there is a disclaimer in the description that states: "Offer is only valid to first-time customers.". That being said, I'm happy to send this feedback to our Engineering Team to see if there is a way to prevent this experience from being added to a couple's registry more than once. This will help ensure that this won't happen again.

  We'll be sure to follow up with you once we've processed your refund and, in the meantime, please don't hesitate to reach out to our support team if there's anything else you need.

  Best,

  Customer Answer

  Date: 08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I will accept a refund! However that has not been provided. ***** was told was they would loikinyo refund and let me kno, however not policy. So I never received any corespondence confirming anything

  and as u statedthe description.why even have this on registry? How are wedding guest supposed to know if o was a customize yet as a gift. Dont offer if as option for multiple gifts then.misleading 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 09/19/2022

  Hi ********,

  Thanks for following up! I'm so sorry for the delay with your refund. We had to work with several teams in order to make it happen but, I see that we were able to refund your Home Chef cards in Zola credit. Those credits are available and can be used to purchase anything on ********.

  Please feel free to reach out to our Support Team if you need anything else!

  Best,

• Initial Complaint

  Date:08/11/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two orders were placed via ZOLA wedding registry on July 14, 2022 from a bridal registry for ************************************************** of $25.99 ......# ******** of $116.20 received email stating the shipment date would be July 27 and delivery Aug 3-Aug 11 It is now Aug 11 and have not received either shipment.I waited on the phone for 20 minutes for someone to answer and hung up.

  Business Response

  Date: 08/22/2022

  Hi *******,

  I'm so sorry for the delay with your orders ******** and ********. I understand that it can be frustrating when you're expecting something to ship and it's delayed.

  I took a peek and I see that both orders have shipped and order ******** has even been delivered. Order ******** should be delivered by the end of the week. Looking closer at these orders, I see that both orders had at least one item that was on backorder and this was the cause of their delayed ship date. We try our best to communicate any shipping delays with our customers and I apologize if you never received these notifications. 

  If you have any additional questions about these or any other orders, please don't hesitate to reach out to our support team.

  Best,

  Customer Answer

  Date: 08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am VERY unhappy I contact Zola and no one ever gets back to me. I just got married and I thought the kalorik Robot Vacuum with Ionic Air Purifier for $119.99, order #******** would relieve stress, it makes more headaches and stress on me. Why would I want a robot vacuum when I STILL need to vacuum because it makes unpleasant lines in my carpet, it barely even moves (it gets stuck on ALL the walls and shuts off), it is defective. I am asking for money as again if I knew this would be a nightmare, I would have NEVER put it on my registry and I would have asked for the money. Now I could have $127.79 and I am sitting in my apartment with this vacuum waiting to return it. I have called, no one picks up, I email in and they say to return it. How? And I ask to speak with higher management, so now I have BBB involved because I would think you would be grateful as I just got married and would help me with this and send me a check for this defective stressful machine.

  Customer Answer

  Date: 08/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************